NDIA Accountability Project

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Response to FOI 21/22-1470

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FOI 21/22-1470

Response to FOI 21/22-1470

FOI 21/22-1470 – Information supporting the response for FOI 21/22-1291

Scope

“It was widely reported and confirmed by Salesforce directly that there was a global disruption and outage of their services on 11 May 2021. Every user, organisation and login was seemingly affected due to this outage/disruption/service failure.

Salesforce outage affects thousands of users worldwide https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Finvenioit.com%2Fcontinuity%2Fsalesforce- outage%2F&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7Ccd7 78b65752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC.wLjAw MDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=iM5uJIPc8F%2F5SXiH0SoUlC TQ36Sj5XgAGq%2FQcId8CBQ%3D&reserved=0

That Salesforce outage: Global DNS downfall https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.theregister.com%2F2021%2F05%2F19%2Fsalesforce _root_cause%2F&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7 Ccd778b65752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC. wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=pr9XWdf2r3BMHNd4Vb QYoio0jHo9Tg2eio%2BfTlmbEYk%3D&reserved=0

https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.theregister.com%2Fforum%2Fall%2F2021%2F05% 2F19%2Fsalesforce_root_cause%2F&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9 c608da2431419e%7Ccd778b65752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZ sb3d8eyJWIjoiMC.wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=cME U1uNvaVWZWenTOkQM13Ov%2BHSCSmxDnNKyqoFsJIg%3D&reserved=0

Anatomy Of The Recent Salesforce Outage https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.catchpoint.com%2Fblog%2Fsalesforce-outage- 2021&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7Ccd778b65 752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC.wLjAwMDAi LCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=Ax59v9KHmaSLif83VvThGVqyOgK DipfVpImcRkVORmQ%3D&reserved=0

FOI 21/22-1470

However, according to FOI FOI (sic) 21/22-1291 the NDIA declared that “NDIA has not experienced any unplanned outages, disruptions or service failures relating to the Salesforce or Mulesoft services.”, ever. https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.righttoknow.org.au%2Frequest%2Fndis_salesforce_di sruption_outag&data=05%7C01%7Cfoi%40ndisgovau.mail.onmicrosoft.com%7C68650a22b13c48a2f9c608da2431419e%7C cd778b65752d454a87cfb9990fe58993%7C0%7C0%7C637862092003914684%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC.w jAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=K7Y0cQZ2PNV4H2Z%2B9 ilrceg3Iwnem3GxiI2AW059%2BIE%3D&reserved=0

Could you please explain or provide the documentation supporting the declaration or claim that the NDIA/NDIS was seemingly the only entity in the world NOT affected by this global outage?

Please also provide the specific job title and department of the individual(s) that confirmed the NDIA/NDIS was never affected by this global outage/disruption/service failure.”

Response

In respect of the above scope, the FOI Team consulted with Executive Officials from the NDIA’s Office of the Chief Information Officer who could be expected to be able to provide information and identify documents within the scope of the request.

We are advised as follows:

  • According to Salesforce, the incident occurred 21:08 UTC 11 May 2021 – 02:20 UTC 12 May 2021. This correlates to 7:08AM – 12:20PM 12 May 2021 AEST.

  • A review of the login logs for the NDIA’s Salesforce organisation for the full day of 12 May 2021 demonstrates that during the Salesforce incident period: o the NDIA experienced only one failed login which was due to invalid password entry by the user, and o all other NDIA user logins were successful.

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 According to information from Salesforce (available here), impacted customers “may” have been unable to log in during the incident, which implies not all customers were affected.